Rights and Responsibilities
PATIENT AND CLIENT RIGHTS
All Chicago Lighthouse programs and personnel shall recognize and respect the rights of our clients and/or patients. Your rights include, but are not limited to:
- The right to be treated with respect and dignity and be provided with courteous, professional care, without discrimination due to race, religion, gender, cultural practices, ethnicity, disability, sexual orientation or HIV status.
- The right to receive services in a safe environment, with suitable privacy.
- The right to receive service at times mutually convenient to you and the agency during customary business hours. The agency provides for daytime hours of availability Monday through Friday.
- The right to have us reasonably attempt to communicate in the language or manner primarily used by you.
- The right to communication language free of an intimidating, degrading, or derogatory nature.
- The right to receive services in accordance with an assessment of your needs.
- The right to informed participation in establishing your individualized rehabilitation plan and to participate in service decisions.
- The right to be informed of any treatment or therapy, including physical and medical consequences and the right to refuse any service or treatment, with the right to be informed of any alternatives and the potential medical consequences resulting from such a refusal.
- The right to request a second opinion, change healthcare providers, where other qualified providers are available, and consult with independent specialists and counselors.
- The right to obtain complete and current information about your diagnosis, treatment and prognosis in terms that you can reasonably be expected to understand. When it is medically inadvisable to give such information to the patient, the information will be made available to an authorized person on the patient’s behalf.
- The right to receive services provided your behavior does not disrupt, threaten, or harm other clients or staff, and that your fee agreement with the agency is maintained. Non-compliance could result in discharge from services.
- The right to have fees and conditions of service explained to you at the time of service and to receive an itemized receipt for services rendered.
- The right to confidentiality regarding health/mental health information and any correspondence sent from the agency in accordance with the federal Health Insurance Portability and Accountability Act (HIPAA) of 1996.
- The right to have disabilities accommodated as required by the American with Disabilities Act, section 504 of the Rehabilitation Act and the Human Rights Act (775 ILCS 5).
- If services are funded through a public funder payer (EI, DHS, etc), you have the right to contact the public payer or its designee and to be informed of the public payer’s process for reviewing grievances.
- The right to contact HFS or its designee and to be informed by HFS or its designee of the client’s healthcare benefit and the process for reviewing grievances.
- The right to communicate any grievances or suggestions about the care or services received through the patient satisfaction survey without being terminated from services.
- The right not to be denied, suspended or terminated from services or have services reduced for exercising any of these rights.
PATIENT, CLIENT, FAMILY MEMBER AND VISITOR RESPONSIBILITIES
In addition to the rights that are afforded to participants of The Chicago Lighthouse programs and services, there are certain responsibilities you have in order to ensure the appropriate delivery of services. Your responsibilities include, but are not limited to:
- To abide by all rules and regulations of The Chicago Lighthouse including our concealed carry weapon prohibition and our non-smoking policy.
- To be respectful and considerate of Chicago Lighthouse personnel, property and other patients, clients and visitors.
- To refrain from using profanity, or threatening language or behavior.
- To abstain from alcohol and/or the use of non-prescribed or illegal drugs prior to presenting for scheduled appointments and programs.
- To arrive at your appointments on time or give timely notice of cancellation, so that other patients may utilize that time.
- To accept your role in managing your own wellness.
- To provide relevant information, to the fullest extent possible, which is accurate and complete when it impacts the services you are receiving.
- To assist your health care provider in compiling a complete record by authorizing The Chicago Lighthouse to obtain necessary information from appropriate sources.
- To inform your provider about any living will, medical power of attorney, or other directive that could affect your care.
- To actively participate in the services or programs and work on the goals outlined in your treatment or service plan and to discuss any difficulties or questions you might have adhering to the treatment plan or to following provider recommendations.
- To comply with program specific rules and expectations as outlined in your program’s handbook or rules. Please ask questions if you are unsure of what is expected of you within a specific program.
- To promptly meet any financial obligations agreed to with The Chicago Lighthouse when applicable.
- To share your compliments and concerns and provide suggestions that will help us provide you with the best care possible.
PATIENT FEEDBACK SURVEY
You may receive a Patient/Client Feedback Survey by phone. Please complete it so we can learn about your experience, concern or what you were particularly pleased with during your visit to the agency.
CONCERNS, SUGGESTIONS AND GRIEVANCES
If you have concerns about your care or your safety while at The Chicago Lighthouse please talk with us about your concerns, tell us your complaints and suggest ways we can improve. We will not force you to do something, discriminate against you, interrupt the services we are providing or punish you in any way if a complaint is filed. If you are concerned or upset about your experience with The Chicago Lighthouse, please speak directly with the manager of the service or program before you leave. They often can solve the problem or clear up a misunderstanding.
The Chicago Lighthouse is committed to the prompt resolution of complaints and grievances. If you still have a concern after talking with the manager or wish to file a grievance, please contact us by phone (312) 997-3686 and ask for Kara Crumbliss, Chief Compliance Officer or email: firstname.lastname@example.org.
- The Chicago Lighthouse strives to resolve grievances in a timely manner, ideally within 7 days. If more time is needed to investigate your grievance, you will be notified in writing of the request for more time for investigation and resolution.
- Upon resolution of your grievance, you will be provided with a written notice of the decision and the steps taken on your behalf to investigate the grievance and the results of the grievance process, and the date of completion.
- If we still have not addressed your concern, you may contact the
Illinois Attorney General, Health Care Bureau
100 West Randolph Street
Chicago, Illinois 60601
Hotline: 1 (877) 305-5145; TTY: 1 (800) 964-3013
Fax: 1 (312) 793-0802; Email: email@example.com